In the first email, who is 'we' Where did the problems come from? How do you know about them? Reply to me Remember, the purpose of your first email is to get help. So it is important that you use appropriate language in order to get the help. In the second email, either Dear Richard, or Dear Mr Chan Do not use contractions in the second email (informal) ask for something may be due to Staff is usually single (but means more than one) Be careful with the grammar of 'lack': See http://www2.elc.polyu.edu.hk/CILL/exercises/lack.htm complain about something / complain that something happened If use use 'will', you are not giving a suggestion. request your approval Make sure you use positive language in the letter. use different language from the email-focus on the solutions rather than the problems (the complainant already knows the problems)
Part1
To. Becky Chan, Accounts Manager
From. Jan Wong, Estate Officer
Date:20 March 2011
Subject: Request for Advice
Hi Becky,
We need your help for following problems.
I'd like to outline the problems to you and hope you can give me some advice for these problems.
First,in the Management office, staff was rude and unhelpful.
Second, there are disadvantages for new garbage scheme which was implemented without residents' consultation.
Third,the new garbage system caused inconvenience to the residents.
Lastly, there is a risk of robbery due to the easy access of the back stairs which lead to flats from the garbage room.
Reply me ASAP.
Thanks
Jan
Part 2
To. Richard Chan, Accounts Dept
From. Jan Wong, Estate Officer
Date: 21 March 2011
Subject: Problems of the New Garbage Collection System
Dear Mr. Richard Chan,
I'm writing to inform you about the problems we had with the new garbage system and ask you approval for my suggestions.
Problems & Suggestions:
There were four following main problems:
1. Unfriendly and Unhelpful Staff
According to the complaints that we got from one of residents, our staff was rude and unhelpful in the office. This may due to lack of staff training for customer service and therefore we need to have proper training programs for our staffs.
2. Implementation of the New Garbage System
She complained the introduction of the new garbage system was without the prior resident's consultation.This may due the lack of time to have consultation with residents.We will have a better time management for consultation with residents.
3. Risk of possible robbery
Since the backstairs is near the flats and there is an easy access to the backstairs. For this reason , there is a risk of possible robbery.To prevent the robbery , we will assign the security guards to patrol at night regularly.
4. The inconvenience of new garbage system
Due to closure of our office in Chinese New Year Eve , one of our residents could not get the spare one after losing her key and therefore she had to keep the garbage in her flat for three days. But this is out of our control because it is her responsibility not to lose the keys.
I would like to request an approval for implementing these suggestions.
Best regards,
Jan Wong
Part 3
The Estates Manager
Collier Estate Management Ltd.
22 First Street
Ma On Shan
4/F Richland Court
Ma On Shan
Dear Ms. Ma,
Response to your feedback
Thank you for your letter of suggestions regarding the new garbage system.
I have looked into the issues that you have raised and we found out the reasons for the problems.
The issue according to the unfriendly and unhelpful staff, it was due to lack of staff training for customer service and therefore we will provide proper training programs for our staffs.
Second, about the implementation of the system, we discovered that due to lack of time for consultation, we could not ask the residents about the new garbage system. In the future, we will have a better time management for consultation with residents.
Third, for the security issue regarding new garbage system, we will assign security guards to patrol at night regularly.
Lastly,
We sincerely apologise for the issues.
If you have any questions, please feel free to contact us at advice@hotmail.com
In the first email, who is 'we'
Where did the problems come from? How do you know about them?
Reply to me
Remember, the purpose of your first email is to get help. So it is important that you use appropriate language in order to get the help.
In the second email, either Dear Richard, or Dear Mr Chan
Do not use contractions in the second email (informal)
ask for something
may be due to
Staff is usually single (but means more than one)
Be careful with the grammar of 'lack': See http://www2.elc.polyu.edu.hk/CILL/exercises/lack.htm
complain about something / complain that something happened
If use use 'will', you are not giving a suggestion.
request your approval
Make sure you use positive language in the letter.
use different language from the email-focus on the solutions rather than the problems (the complainant already knows the problems)
Part1
To. Becky Chan, Accounts Manager
From. Jan Wong, Estate Officer
Date:20 March 2011
Subject: Request for Advice
Hi Becky,
We need your help for following problems.
I'd like to outline the problems to you and hope you can give me some advice for these problems.
First,in the Management office, staff was rude and unhelpful.
Second, there are disadvantages for new garbage scheme which was implemented without residents' consultation.
Third,the new garbage system caused inconvenience to the residents.
Lastly, there is a risk of robbery due to the easy access of the back stairs which lead to flats from the garbage room.
Reply me ASAP.
Thanks
Jan
Part 2
To. Richard Chan, Accounts Dept
From. Jan Wong, Estate Officer
Date: 21 March 2011
Subject: Problems of the New Garbage Collection System
Dear Mr. Richard Chan,
I'm writing to inform you about the problems we had with the new garbage system and ask you approval for my suggestions.
Problems & Suggestions:
There were four following main problems:
1. Unfriendly and Unhelpful Staff
According to the complaints that we got from one of residents, our staff was rude and unhelpful in the office. This may due to lack of staff training for customer service and therefore we need to have proper training programs for our staffs.
2. Implementation of the New Garbage System
She complained the introduction of the new garbage system was without the prior resident's consultation.This may due the lack of time to have consultation with residents.We will have a better time management for consultation with residents.
3. Risk of possible robbery
Since the backstairs is near the flats and there is an easy access to the backstairs. For this reason , there is a risk of possible robbery.To prevent the robbery , we will assign the security guards to patrol at night regularly.
4. The inconvenience of new garbage system
Due to closure of our office in Chinese New Year Eve , one of our residents could not get the spare one after losing her key and therefore she had to keep the garbage in her flat for three days. But this is out of our control because it is her responsibility not to lose the keys.
I would like to request an approval for implementing these suggestions.
Best regards,
Jan Wong
Part 3
The Estates Manager
Collier Estate Management Ltd.
22 First Street
Ma On Shan
4/F Richland Court
Ma On Shan
Dear Ms. Ma,
Response to your feedback
Thank you for your letter of suggestions regarding the new garbage system.
I have looked into the issues that you have raised and we found out the reasons for the problems.
The issue according to the unfriendly and unhelpful staff, it was due to lack of staff training for customer service and therefore we will provide proper training programs for our staffs.
Second, about the implementation of the system, we discovered that due to lack of time for consultation, we could not ask the residents about the new garbage system. In the future, we will have a better time management for consultation with residents.
Third, for the security issue regarding new garbage system, we will assign security guards to patrol at night regularly.
Lastly,
We sincerely apologise for the issues.
If you have any questions, please feel free to contact us at advice@hotmail.com